Pengaruh Airport Service Quality terhadap Airport Image Melalui Passengers Satisfaction
This study aims to analyze the influence of Airport Service Quality on Airport Image Through Passengers Satisfaction conducted to domestic passengers of Terminal 2 of Soekarno-Hatta International Airport in 2025. The population in this study were Terminal 2 passengers at Soekarno-Hatta International Airport and samples that had met the criteria of 152 respondents using a quantitative descriptive approach. The research method used in this study was the Structural Equation Model (SEM) with an analysis tool using Smart-PLS 3.2.9 software. The results of this study stated that the airport service quality variable had a significant positive effect on airport image; the airport service quality variable had a significant positive effect on passenger satisfaction; the passenger satisfaction variable had a significant positive effect on airport image; and the passenger satisfaction variable was able to mediate the influence of airport service quality on airport image positively and significantly. This study recommendsthat the management of Soekarno-Hatta International Airport can optimize the service quality processing process in order to maintain smooth operations and increase passenger satisfaction
key: Airport Service Quality, Airport Image, Passengers Satisfaction
#doi